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GlassesUSA Reviews Summary
GlassesUSA has a rating of 2.1 stars from 3,819 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with GlassesUSA most frequently mention customer service, business days and tracking number. GlassesUSA ranks 18th among Eyeglasses sites.
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I purchased a pair of prescription glasses and uploaded my less than a month old prescription to them as requested. I tried them on and noticed my vision was not clear as it should be so I put my other pair back on and everything cleared up. I went on the site to request that they fix the issue and they requested one more piece of information which I sent them. Waited another two weeks and the new glasses arrived but I had the same issue as the previous pair. At this point I had given them two times to get it right and they couldn't. I went online and it said I was not eligible for a refund only exchange or store credit. I called and they said only the first return can get a credit which was not clearly stated on the site when I requested the first exchange. This company clearly uses deceptive business practices to steal money from people.
Finally received my glasses three weeks after ordering. It was immediately obvious that the temples were badly out of alignment. They said they would replace them, but would not start a replacement order until they received back the defective pair. I was unwilling to wait another month, including the week it would have taken the bad pair to get back to them.
Hi M G.,
We're sorry to hear that our production and shipping timeline did not meet your expectations. Production and shipping times vary depending on your prescription and the nature of your order, as well as which shipping method you choose.
As stated on our site and at the time of purchase, our typical production time is as follows:
Single vision (general use/near vision): approximately 2-4 business days
Multifocal / bifocal / tinted lenses / polycarbonate lenses: approximately 6 business days
Shipping can take between 5-10 business days, depending on the Courier:
Standard (free): up to 7-10 business days
Expedited (additional fee): up to 5-7 business days
Express (additional fee): up to 3-5 business days
It appears that your order was delivered to you well within the timeline. However, we do apologize that you experienced difficulties with both your glasses and the returns process. All orders come with our 14 Day 'no questions asked' return policy. If you are not satisfied with your glasses, simply return them for a refund, store credit or an exchange.
Your full refund was issued as requested and the refund confirmation was sent to you.
Our apologies, again, for any inconvenience.
Yours truly,
GlassesUSA.com
SCAM SCAM SCAM SCAM - they pull out all the tricks in the books to scam you - READ THE FINE PRINT! For starters - it is not 100% money back guarantee AT ALL! If you use their coupons you may only get 30% back! Any believe me, you will be returning - the quality is SUBPAR - my glasses are crooked.
They have 2.3 stars with the Better Business Bureau and thousands of complaints submitted!
Hi Mimi,
We’re sorry to hear that you experienced difficulties with your glasses order. All orders come with our 14 Day 'no questions asked' return policy. If you are not satisfied with your glasses, simply return them for a refund, store credit or an exchange.
It appears that you are referring to the returns policy when placing an order with our buy 1, get 1 free coupon. For purchases made through the 'Buy One, Get One' promotion, the following policy applies when one of the two items is returned/canceled:
You are entitled to an exchange* up to the value of the more expensive pair you purchased (frame and lens package included)
Or
You are entitled to a 30% store credit/refund on the pair you are keeping.
By returning both pairs, you are entitled to a full refund, store credit or exchange.
For the full return policy, please click on the following link: https://www.glassesusa.com/terms-and-conditions#RETURNPOLICY
At GlassesUSA.com, we are committed to ensuring that our customers’ needs are being met and our Service Manager has emailed you with a resolution that you will find is in your best interest.
Our apologies for any inconvenience.
Yours truly,
GlassesUSA.com
Order 4 contacts lens boxes. Uploaded prescription online and they managed to stupidly sent the wrong base curve. Trying to return it and asking them to send the correct boxes were a mission. After spoke with 2 different sales rep who were not helpful (neither one spoke good English or seem to understand English) and 5 emails back and forth after, still nothing. Will NOT buy from this company ever again. Whoever train the call center needs to be replaced, whoever fill the order needs to be replaced and trained for quality control.
Hi Art,
We’re sorry to hear that you experienced difficulties with your contact lens order. At GlassesUSA.com, we are committed to ensuring that our customers’ needs are being met. We know you are disappointed, and for that, we do apologize.
We have already shipped the correct lenses and the tracking information will be sent to you.
Thank you for bringing this issue to our attention. We are always looking for ways to better our service and your feedback is an invaluable part of the process.
Our apologies, again, for any inconvenience and thank you for your patience.
Yours truly,
GlassesUSA.com
I placed an order for glasses and contacts and paid additional for rush shipping because I had plans to go out of the country. None of my orders arrived until after I left, so I left with no glasses or contacts.
Your website states three days of production time and expedited shipping between 5 and 7 days. They should have arrived in time but did not. Very disappointing. Moreover, there was a problem verifying my contact lens prescription and order. Even after I confirmed, it still took another three days before GlassesUSA verified the order.
I will never use this company again and will not recommend it to anyone else. I have ordered from other online glasses companies and had a wonderful experience, but I did not with GlassesUSA.
Hi Marcela,
We’re sorry to hear that you experienced difficulties with your order. At GlassesUSA.com, we are committed to ensuring that our customers’ needs are being met. We know you are disappointed, and for that, we do apologize.
Once the order has left our facilities, we rely on the courier service for all additional details on the status of your shipment. However, if any delay, error, or incident occurs, we will do everything we can to resolve it and get your order to you as soon as possible.
We understand that the delay caused significant inconvenience and want to thank you for bringing this issue to our attention. We are always looking for ways to better our service and your feedback is an invaluable part of the process.
Our apologies, again.
Yours truly,
GlassesUSA.com
I ordered contacts on 6/13/22 received an email on 6/14/22 needed more information. I replied to email on6/14/*******@12:37 pm with the information that was needed to process this order! It is now going on 10 days since I gave the information, I have spoke to 2 reps and have received 7 different emails. But the issue hasn't been resolved yet!
Hi Tricia,
We’re sorry to hear that you experienced difficulties with your glasses order. At GlassesUSA.com, we are committed to ensuring that our customers’ needs are being met. We know you are disappointed, and for that, we do apologize.
Our Contact Lens Team is in the process of verifying your prescription with your doctor and we will update you promptly. Our apologies for any inconvenience and thank you for your patience.
Yours truly,
GlassesUSA.com
Like my mother has always said if it's to good to be true it is! I ordered 2 pairs of Oakley's. My sunglasses are the wrong prescription all together, my other pair I sent back three times and they are still not correct. I paid for all of the options on the lenses and every time they came in the coatings came off. Called back the third set they wanted me to send them back so I could wait 3 weeks for my fourth pair to come in and more than likely wrong again. It is not worth saving a few dollars shop local.
Customer service did what they where supposed to do they do not make the lenses. Very helpful on the customer service side. If I had bought them locally you can take them back and actually talk to someone that can see what is going on. Just not worth the savings of a couple hundred for the added frustration
Hi Charles,
We’re sorry to hear that you experienced difficulties with your glasses order. At GlassesUSA.com, we are committed to ensuring that our customers’ needs are being met. We know you are disappointed, and for that, we do apologize.
Upon reviewing your orders, your glasses were produced correctly according to the prescription that you had sent us. Your original order was placed for one pair of single-vision distance sunglass lenses and one pair of progressive lenses. The single-vision distance sunglasses were not returned, only the glasses with the progressive lenses. The subsequent exchange orders were for progressive lenses produced according to your prescription.
It appears that you are returning the glasses from your most recent exchange due to the coatings. It is very important to us that our customers love their new glasses and a replacement order will go into production before your current glasses are received at our returns facility.
Our apologies for the inconvenience and thank you for bringing this issue to our attention. We are always looking for ways to better our service and your feedback is an invaluable part of the process.
Yours truly,
GlassesUSA.com
Ordered two pairs on May 31st, first pair was damaged, so I planned for an exchange. A week goes by and they still hadn't updated their system that my return had been received. So I canceled that order. Second pair still waiting on them as of 6/21. The second pair has been sitting somewhere for over a week. If you need glasses quickly, because I DID... this is not the place for you.
Hi Cathy,
We’re sorry to hear that you experienced difficulties with your glasses order. At GlassesUSA.com, we are committed to ensuring that our customers’ needs are being met. We know you are disappointed, and for that, we do apologize.
We are reviewing the delivery status of the second pair of glasses you had ordered and will update you promptly.
Our apologies, again, and thank you for bringing this issue to our attention. We are always looking for ways to better our service and your feedback is an invaluable part of the process.
Yours truly,
GlassesUSA.com
Want to work in logistics, imports, shipping and receiving, and customer service for free? Order from GlassesUSA.
I ordered standard size replacement lenses for my Echo frames on May 28th. Since then, I have been battling the most inept company I've ever dealt with.
On serval occasions I've had to track the lenses down and inform their customer service people that the lenses hadn't cleared customs, or their paperwork has to be resubmitted, and the lenses would be returned to their place of origin if the corrected import paperwork wasn't submitted in a timely manner (in case y'all didn't know, the glasses are not made or produced in the USA. They come from Tel Aviv). They finally signed the paperwork to release the lenses on June 9th. Since then, I've had to contact them several times to get them to send the lenses they now have in their possession. It's June 18th.
It's a simple step really. Put my address on the box. Put the box in the mail. Send it out.
They can't even seem to accomplish that without significant guidance.
If you want to work for free as a shipping and receiving specialist, logistics, an importer, and a customer service representative for Glasses USA, just place an order with them. They'll have you doing all their jobs for free.
Hi Christine,
We’re sorry to hear that you experienced delivery difficulties with your glasses order. At GlassesUSA.com, a global company with facilities worldwide, we are committed to ensuring that our customers’ needs are being met. Once the order has left our facilities, we rely on the courier service for all additional details on the status of your shipment. However, if any delay, error, or incident occurs, we will do everything we can to resolve it and get your order to you as soon as possible.
According to the tracking details, your glasses are in transit and en route to you with an estimated delivery date of June 24,2022. We apologize for the delay and thank you for your patience.
Yours truly,
GlassesUSA.com
Ordered a pair of glasses, seemed ok so I ordered a second pair. Had two return after a week. Blurry vision. They made me a replacement pair, also not good. Asked for a refund, The policy is that they don't do that for replacement sets.
Don't order from them, deceptive policy, if I had known this I wouldn't have given them a chance to make me a new pair.
Hi Stephen,
It is very important to us that our customers love their new glasses. All orders come with our 14 Day 'no questions asked' return policy. If you are not satisfied with your glasses, simply return them for a refund, store credit or an exchange. Each item may be returned a single time, within 14 days after its delivery (and with respect to contact lenses, 30 days), for a 100% refund, store credit or, an equal-value exchange. The next return with respect to the same item will only be eligible for store credit or equal-value exchange. Every item originating from the same order may be returned up to 2 times in total.
It appears that our Service Manager has sent you information regarding your current glasses and will help resolve this issue in your best interest.
Our apologies for any inconvenience.
Yours truly,
GlassesUSA.com
They use DHL which is absolutely horrid. I paid for express delivery which is 3-5 business days. Glasses were shipped on Monday and sat at an unknown location until Thursday night (4 days). I live in Iowa and it sat in Georgia. The estimated delivery time isnt 3-5 days now its 9 days. Find your glasses elsewhere and save yourself a headache.
Before ordering, nip over to the Better Business Bureau and look up Glasses USA. It's an education. When you eventually have a problem with Glasses USA, that BBB thread looks like where you'll have to go to get a refund. You wont get it by going through Glasses USA
You'll see a common theme.
Order placed, says it's in, then out, of production. Your order status will change to "shipped" but the shipping status stays at "waiting for pickup". It may stay there for weeks or even months.
Looking at the BBB customer complaints, glasses USA Customer Service had a set pattern. They will claims that the carrier picked up the item but didn't scan it and that's why the status isn't available. Next, they'll assure you it's on the way. You may wait for weeks, you may wait months, and the status never changes. Eventually you'll call in and they'll say they have put a trace in it but they have no control after the package leaves their facility. That, of course, is complete nonsense. They aren't like you or I carrying your package into FedEx or UPS. They have a contract with service guarantees, insurance and service level commitments from e carriers.
Eventually you'll go to the shipper's web site to look up that tracking number on the Glasses USA site and find the shipping number isn't a valid number with that carrier. This will drag on for months.
Almost every complaint on the BBB site states that the shipping status says "waiting for pickup" and Glasses USA claims "the shipping company forgot to scan the package when they picked it up."
It's nonsense.
Oh. And sites like this are sometimes "catch and kill" sites that offer to delete negative reviews if a fee is paid.
Hi Mike,
It is very important to us that our customers love their new glasses. All orders come with our 14 Day 'no questions asked' return policy. If you are not satisfied with your glasses, simply return them for a refund, store credit or an exchange. There is no need to go anywhere else but on our site to fill out the returns form or contacting our Customer Care Team at 1 844 244-1186.
As for shipping, once the order has left our facilities, we rely on the courier service for all additional details on the status of your shipment. However, if any delay, error, or incident occurs, we will do everything we can to resolve it and get your order to you as soon as possible.
It appears that your order was produced and delivered to you in seven days from the date of purchase. Well within the our production and shipping timeline as stated on our site and at the time of purchase. Customer reviews, positive or negative, are very important to us. As much as we love to hear about the good, getting to know about the bad helps us provide a solution for our customers as well as improve our customers' experience. All reviews posted on review sites are genuine and remain visible.
Thanks for choosing GlassesUSA.com and we hope that you are enjoying your new glasses.
Yours truly,
GlassesUSA.com
DO NOT USE THIS COMPANY VERY DISAPPOINTED THERE IS A NEW ISSUE EVERY SINGLE TIME EXPENSIVE AND JUST A TERRIBLE EXPERIENCE
Hi Amanda,
We’re sorry to hear that you experienced difficulties with your contact lens order. It appears that the product you ordered did not match the product prescribed to you in your prescription. Our Prescription Verification Team has received your response to this issue and will update you promptly.
Our apologies for any inconvenience and thank you for your patience.
Yours truly,
GlassesUSA.com
You get what you pay for, eventually. My sunglasses took over a month to arrive. Was quite time extensive and annoying to get them to actually ship them to me, as they had said they shipped when they hadn't. Took 2 chats and five emails to resolve. Did not offer anything to compensate. Buyer beware
Hi Doug,
We’re sorry to hear that you experienced delivery difficulties with your glasses order. At GlassesUSA.com, we are committed to ensuring that our customers’ needs are being met. Once the order has left our facilities, we rely on the courier service for all additional details on the status of your shipment. However, if any delay, error, or incident occurs, we will do everything we can to resolve it and get your order to you as soon as possible.
It is very important to us that our customers love their new glasses. All orders come with our 14 Day 'no questions asked' return policy. If you are not satisfied with your glasses, simply return them for a refund, store credit or an exchange.
Meanwhile, your replacement order is in production and will be sent by expedited shipping to ensure that you receive them as quickly as possible.
Our apologies for any inconvenience and thank you for your patience.
Yours truly,
GlassesUSA.com
I ordered contacts on May 24,2022. I PAID for my contacts. After 7 days not receiving any information about my contacts in production I called and they tell me my prescription was not a valid one. They offer me the option of doing an online exam. They send me a confirmation email and say I will get the link in a few days. I wait 2 days and still nothing. I Call again (on Friday) the guy I spoke with apologizes and says they will expedite my order once I do the exam. I would be priority. Promises me I will receive the link for the exam in the evening. I patiently wait and still receive nothing. I call today (Sunday JUNE 4TH) speak to a guy he gets upset because he says they will prioritize me and I explain how much more can they make me a priority if I was supposed to be priority since Friday. He then hangs up on me and canceled my order. I know because I received and email and when I called back it said I was receiving a refund. I call AGAIN speak to another lady who tells me due to my location I am not eligible for the ONLINE EXAM. (I'm in Florida) and they have to cancel my order. When I ask for a supervisor or someone in charge she said the supervisor is unavailable. I Ask when will she be available and she says she is on a break. I ask again when will she return from her break which she then replied "2 hrs" I tell her to please have her call me when she returns and she says I have to wait 24hrs! This company is all over the place and I DO NOT RECOMMEND THEM EVER! SAVE YOURSELF THE HEADACHE
HI Ivelisse,
We’re sorry to hear that you experienced difficulties with your contact lens order. While we did send you notifications on both May 25 and May 30 that we were in need of your prescription, we do apologize for the subsequent issues that you encountered in seeking a resolution. Your order has not been canceled. An email was sent to you with a link to the cancellation form if you would prefer to cancel your order. If you are unable to provide us with a valid presription, please fill out the cancellation form.
Our Supervisor has received your request for a call and will contact you asap. Our apologies for any inconvenience and thank you for your patience.
Yours truly,
GlassesUSA.com
A year or so ago I ordered a pair of sunglasses from GlassesUSA.com and information I was given to track via, I believe DHL, was useless. All I got was when "EN ROUTE TO DHL ECOMMERCE OR AWAITING PROCESSING." I hung in there and the glasses finally showed up. I'm experiencing the same identical issue this time with 2 pair of glasses, the glasses were shipped according the email I received, Tuesday, May 31st. I get the same message this time, "May 31,2022 5:35am EN ROUTE TO DHL ECOMMERCE OR AWAITING PROCESSING." It's now June 3rd and I'm still getting the same message. I called them today and here's what I was told by the lady at glassesusa.com, on May 31st the 2 pair of glasses left production and were transferred to the sorter, whatever the hell that means. Although the email said my glasses were on the way they apparently are not. The lady at glassesusa.com said I would see an update on DHL's website sometime this evening when they update and I'll see that the glasses are moving toward the east coast. This is BS, $500.00 and I have to put up with this. No more orders for me at glassesusa.com. I'll go to my eye doctor and get them because I know I'll have them in a week to 10 days. Glassesusa.com says shipping is 7 to 10 days, so the email said they were shipped on May 31st and I'm holding them to that and on June 10th I'll refute the charge on my credit by saying I never got what I ordered. My concern is were these glasses shipped from China since they're using DHL Worldwide? I don't know. We'll see. My advice, caveat emptor!
Hi Paul,
We’re sorry if you are experiencing any delivery difficulties with your glasses order. At GlassesUSA.com, we are committed to ensuring that our customers’ needs are being met. Once the order has left our facilities, we rely on the courier service for all additional details on the status of your shipment. However, if any delay, error, or incident occurs, we will do everything we can to resolve it and get your order to you as soon as possible.
Free standard shipping can take from 7 - 10 business days. According to the tracking details, your glasses are in transit and en route to you with an estimated delivery date of June 9,2022. The tracking details are available at: https://www.glassesusa.com/tracking/search/
Our apologies for any inconvenience and we hope that you will enjoy your new glasses.
Yours truly,
GlassesUSA.com
I ordered 2 pair of glasses from Glasses USA. I also paid for expedited service. I received one in the appropriate time frame. I have yet to receive the second and it's been over a week since the first was delivered. The ones I did receive were very cheap and flimsy. The lenses themselves are fine but I don't see these lasting very long. If you are looking for quality frames, I would go elsewhere.
Hi Michelle,
We’re sorry to hear that your glasses did not meet your expectations. At GlassesUSA.com, we are committed to ensuring that our customers’ needs are being met. All orders come with our 14 Day 'no questions asked' return policy. If you are not satisfied with your glasses, simply return them for a refund, store credit or an exchange.
Your second pair of glasses are in transit and en route to you with an estimated delivery date of June 7,2022. Once the order has left our facilities, we rely on the courier service for all additional details on the status of your shipment. However, if any delay, error, or incident occurs, we will do everything we can to resolve it and get your order to you as soon as possible.
Our apologies for any inconvenience and thank you for your patience.
Yours truly,
GlassesUSA.com
I've had so much messing around with glasses usa that I really would not recommend them to anyone waiting on glasses they are in immediate need of! I was told my glasses would be expedited free of charge due to hassle I had getting them when no glasses arrived 7 days after I returned from vacation still no glasses fast at taking your money but slow on giving you what they promised this is not the first time I've had problems with receiving glasses on time. It I thought I would try again after a couple of years my first pair arrivied fast I was so happy and trusted them with my prescription sunglasses WRONG! Big mistake I'm still waiting still getting the same answer when I contact them"sore we will look into it) still waiting and truthfully I w add noted them for my vacation which has been and gone if I wanted to wait this long I could have gone to a local optician. Frieda Rogers!
Hi Frieda,
We’re sorry to hear that you experienced difficulties with your glasses order. At GlassesUSA.com, we are committed to ensuring that our customers’ needs are being met. We know you are disappointed, and for that, we do apologize.
Once the order has left our facilities, we rely on the courier service for all additional details on the status of your shipment. However, if any delay, error, or incident occurs, we will do everything we can to resolve it and get your order to you as soon as possible. While your order was sent to you by expedited shipping at no cost, it appears that there has been a delivery delay. We will continue to monitor the delivery status of your order to ensure that you receive it as quickly as possibel.
Our apologies, again, for any inconvenience and thank you for your patience.
Yours truly,
GlassesUSA.com
The site will only order reading glasses. I called immediately and Customer service assured me it would be corrected. I received reading glasses NOT my prescription lenses. Instead of correct their error they try to sell me more. Customer service told me they have a coupon special, but I MUST make a NEW order. The coupon cannot be applied to returns.
Every time I contact them, I get a new named person.
The site fails, customer service fails, but they expect you to make another order.
It is a scam. Don't waste your time.
Hi J G,
We’re sorry to hear that you experienced difficulties with your glasses order. While your order was placed for reading glasses and produced accordingly, we do feel bad for any confusion regarding the upgrade to progressive lenses that you required.
It is very important to us that our customers love their new glasses. All orders come with our 14 Day 'no questions asked' return policy. If you are not satisfied with your glasses, simply return them for a refund, store credit or an exchange. It appears that you have requested an exchange order and our Returns Team will update you as soon as we have received your glasses at our returns facility.
Our apologies for any inconvenience.
Yours truly,
GlassesUSA.com
I ordered my glasses on May 11; by May 31 I still had not received my order or any communication on the status. I called the customer care line and they informed me that a supervisor would call me in less than 2 hours. After 4 hours I called back only to find out all supervisors had left because they were in the Philippines and I could not speak with a supervisor until midnight! I requested my order to be cancelled and they offered to still complete my order and return my $12.00 for expedited shipping... REALLY?!?!?! The prices are very affordable but the lack of customer service elevates the risk of potential issues if my order isn't correct. Now I have to wait 7-10 days for the credit of my money and I am quite unsure how this will turn out. I'd much rather deal with someone local and maybe more expensive than all these issues of UNKNOWNS!
Hi Andre,
We’re sorry to hear that you experienced difficulties with your glasses order. At GlassesUSA.com, we are committed to ensuring that our customers’ needs are being met. We know you are disappointed, and for that, we do apologize.
Unfortunately, there was a production delay and we apologize for not updating you in a timely manner. Meanwhile, your full refund has been issued and the refund confirmation was sent to you.
Our apologies, again, and thank you for bringing this issue to our attention. We are always looking for ways to better our service and your feedback is an invaluable part of the process.
Yours truly,
GlassesUSA.com
From the business
GlassesUSA.com offers prescription glasses online at discount prices. Buy quality eyeglasses with a 365 days manufacturer? ۪s warranty, free lenses, and free shipping.
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Hi Troy,
We’re sorry to hear that you experienced difficulties with your glasses. All orders come with our 14 Day 'no questions asked' return policy. If you are not satisfied with your glasses, simply return them for a refund, store credit or an exchange. Each item may be returned a single time, within 14 days after its delivery (and with respect to contact lenses, 30 days), for a 100% refund, store credit or, an equal-value exchange. The next return with respect to the same item will only be eligible for store credit or equal-value exchange. Every item originating from the same order may be returned up to 2 times in total. Our returns policy is stated on our site: https://www.glassesusa.com/terms-and-conditions#RETURNPOLICY)
It appears that your glasses were produced correctly according to the prescription that you had provided. It is very important to us that our customers love their new glasses. Our Service Manager has sent you information and will assist in resolving this issue in your best interest.
Our apologies for any inconvenience.
Yours truly,
GlassesUSA.com